Senior CSM- (High Growth, B2B SaaS, Automation Platform)
Key Responsibilities
Scaled Customer Portfolio & Digital Success Leadership
• Own the health, retention, and growth of a large portfolio of B2B SaaS customers
• Monitor product usage data, engagement signals, and health indicators to proactively identify risks and growth opportunities
• Design and implement scalable engagement strategies, lifecycle programs, and digital workflows to support a broad customer base
• Track, analyze, and optimize key success metrics including adoption, retention, expansion, and overall customer value
• Act as a trusted advisor at scale, helping customers realize measurable business outcomes from the platform
Account Strategy & Long-Term Value Creation
• Develop a deep understanding of customer business priorities, operational challenges, and strategic goals
• Build and execute success plans aligned to customer objectives that drive long-term retention and account growth
• Identify opportunities for automation, new use cases, and deeper platform adoption that expand business impact
• Surface early risk signals and lead structured mitigation strategies to protect customer value and retention
Strategic Partnership & Stakeholder Influence
• Connect platform capabilities to customers’ strategic initiatives, transformation efforts, and operational goals
• Own the account narrative, including the current state, future roadmap, and long-term vision for success
• Build strong relationships with cross-functional stakeholders across business, technical, and executive teams
• Position the company as a strategic partner and advisor rather than simply a software vendor
Value Communication & Operational Accountability
• Use data-driven insights and storytelling to demonstrate impact, progress, and return on investment
• Maintain forward momentum through structured planning, clear action plans, and measurable outcomes
• Hold customers and internal teams accountable to commitments, timelines, and success milestones
• Proactively remove blockers, escalate when necessary, and bring clarity to complex or ambiguous situations
Apply tot his job
Apply To this Job
Scaled Customer Portfolio & Digital Success Leadership
• Own the health, retention, and growth of a large portfolio of B2B SaaS customers
• Monitor product usage data, engagement signals, and health indicators to proactively identify risks and growth opportunities
• Design and implement scalable engagement strategies, lifecycle programs, and digital workflows to support a broad customer base
• Track, analyze, and optimize key success metrics including adoption, retention, expansion, and overall customer value
• Act as a trusted advisor at scale, helping customers realize measurable business outcomes from the platform
Account Strategy & Long-Term Value Creation
• Develop a deep understanding of customer business priorities, operational challenges, and strategic goals
• Build and execute success plans aligned to customer objectives that drive long-term retention and account growth
• Identify opportunities for automation, new use cases, and deeper platform adoption that expand business impact
• Surface early risk signals and lead structured mitigation strategies to protect customer value and retention
Strategic Partnership & Stakeholder Influence
• Connect platform capabilities to customers’ strategic initiatives, transformation efforts, and operational goals
• Own the account narrative, including the current state, future roadmap, and long-term vision for success
• Build strong relationships with cross-functional stakeholders across business, technical, and executive teams
• Position the company as a strategic partner and advisor rather than simply a software vendor
Value Communication & Operational Accountability
• Use data-driven insights and storytelling to demonstrate impact, progress, and return on investment
• Maintain forward momentum through structured planning, clear action plans, and measurable outcomes
• Hold customers and internal teams accountable to commitments, timelines, and success milestones
• Proactively remove blockers, escalate when necessary, and bring clarity to complex or ambiguous situations
Apply tot his job
Apply To this Job